Customer Service Trainer

tabby; Saudi Arabia; On-site; SAR 48,000 - 120,000; Full time

Job summary

A leading company in the Gulf region is searching for a Customer Service Trainer & Quality Specialist. This role focuses on improving customer satisfaction through training and quality assurance, requiring fluency in Arabic and English, along with extensive experience in customer service training. The ideal candidate will have profound knowledge of cultural nuances in the GCC region and a proven track record in training and customer service excellence. Join a dynamic team to enhance service quality and customer satisfaction.

Qualifications

• 5+ years of experience in customer service and training.
• Fluent in Arabic and English.
• Strong understanding of GCC cultural nuances.

Responsibilities

• Deliver training and coaching for customer service representatives.
• Monitor and evaluate quality of customer interactions.
• Analyze customer dissatisfaction and recommend improvements.

Skills

Communication

Cultural Competency

Customer Service Principles

Facilitation Skills

Organizational Skills

Training Development

Education

Bachelor of Business Administration

Bachelor of Arts in Psychology

Job description

Bachelor of Business Administration(Management), Bachelor of Arts(Psychology)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

We are looking for a Customer Service Trainer & Quality Specialist to join our team in KSA. The ideal candidate will be fluent in Arabic and English and have a strong understanding of customer service principles, best practices, and the cultural nuances of the GCC region.

In this role, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions to enhance customer satisfaction and retention. Additionally, you will deliver New Hire Training, ongoing coaching, and on-the-job support to customer service representatives, helping them continuously improve their skills, with a strong focus on communication, service excellence, and cultural competency.

• Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content to the content team
• Ensure proper documentation, notification, escalation, tracking and follow up of Nesting log-in , coaching, feedback sessions
• Analyze and identify root causes of dissatisfaction and recommend solutions to improve customer satisfaction
• Complete your monthly log-in hours to stay updated on the Product and Process Knowledge
• Participate in Quality Calibrations sessions
• Provide recommendations for procedural improvements (NHT student feedback)
• Monitor and evaluate the effectiveness of training programs, and make necessary adjustments to improve outcomes
• You have a bachelor's degree in a related field (e.g. communication, psychology, business)
• You have 5+ years of experience in customer service, with a proven track record of success
• You have 5+ years of experience in designing and delivering training programs (both NHT and OJT/Nesting)
• You are Fluent in English and Arabic, with a deep understanding of the cultural nuances of the GCC region
• You have strong communication and facilitation skills, with the ability to effectively communicate in both English and Arabic (for NHT, OJT/Nesting, Quality Calibrations)
• You are able to work independently and as part of a team.
• You have Excellent organizational and time management skills.
  
  

Company Industry

• Banking
• Broking

Department / Functional Area

• Business Development

Keywords

• Customer Service Trainer

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